Seems like an open and shut case, right? Legally, yes, but it’s not exactly as clear cut as it seems. It turns out that shop owner Fatima Noorani has a canine phobia after being bitten by a dog when she was a child.

Maloney says that she often encounters businesses that are not familiar with the law and she’s not alone. The Massachusetts Commission Against Discrimination receives more than 4,000 complaints each year.

But for those who have genuine phobias, I can sympathize with both sides. For the people who rely on service dogs, they may not have the luxury of traveling to a different store. For people who have a legitimate fear, it’s not something that can be overcome easily. And for small businesses with only one or two workers, options are limited.